Working within the Quality and Compliance function of the SME Administration department.

Main duties as follows:-

  • Participates in design of call monitoring formats and quality standards, ensuring all verbal contracts are listened to and marked in accordance with energy supplier regulations and internal sale requirements
  • Performs call monitoring and provides trend data to SMT
  • Providing feedback to Quality and Compliance Team Leader and Head of SME Admin & Quality Assurance, identifying any training needs and highlighting potential high risk issues
  • Track the performance at both department and individual advisor levels to encourage improvement and development
  • Prepare and analyse reports for SMT
  • Identify customer complaints, and where applicable, set and follow up on remedial tasks, investigating all avenues, to achieve a full understanding, working towards a prompt and thorough resolution

Other requirements as follows:-

  • Administration experience
  • Quality and Compliance experience
  • Knowledge of the energy sector
  • Strong attention to detail
  • Strong communication skills

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